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CustomerAlwaysRight_100
1st Topic

2 Messages

Monday, November 4th, 2024 3:53 PM

Set Top Box Downgrade UNACCEPTABLE

I want a better set top box. The firmware update issue an Xfinity problem. The techs need the the make and model similar to or better than the Dolby XG1v4-A I pay for every month.

”Old” 4K box on the left. Replacement box on the right.

#Fail.

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10 days ago

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XfinityThomasC

Official Employee

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2K Messages

10 days ago

Hello, @CustomerAlwaysRight_100 when it comes to 4K the box on the left is the only primary TV box model that is capable of that picture quality.  In some configurations, our wireless 4K TV box can act as the primary device on your account. You'll just need Xfinity Internet with an eligible leased Xfinity wireless gateway and an eligible leased wireless gateway with RDK-B to watch live TV over the X1 Wireless TV Box Wi-Fi connection. There have been no announcements of a new model coming out. Can you offer more details of why you were offered a downgraded box and the issues you've been experiencing, so we can further assist?  

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CustomerAlwaysRight_100

2 Messages

Use your eyes. We had been using the box on the left, but it would not update its firmware. It stopped working. The install technicians only keep the larger, clunky box on the right in stock. The technician is not at fault. Xfinity’s lack of logistics and failure to maintain the firmware is at fault. I want the set top box on the left. Where might I swap the large ugly one on the right for the model on the left?

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10 days ago

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XfinityEmilyB

Official Employee

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1.7K Messages

@CustomerAlwaysRight_100 I know we all have busy lives and it's frustrating to put aside time for equipment issues on top of everything else. I'm sorry for the inconvenience this has caused and I'll stick with you here until we reach a solution that you're satisfied with. 

 

The fastest and easiest way to exchange equipment requires a quick stop at your local Xfinity service center. You can find the nearest one here and please use the link to schedule an appointment to save time waiting in line. Is this something that you're able to do? 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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10 days ago

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